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Hello,

The issue is not the balance in my account but rather the excessive verification process imposed by Stake. Despite providing multiple Level 3 verification documents, including utility bills with proof of payment and municipal tax documents as proof of address, my submissions have been repeatedly rejected without valid justification. Stake continues to find reasons to deny my documents, which is highly unreasonable. As a result, my account has been fully restricted, preventing me from making deposits or withdrawals, yet they refuse to accept any of the documentation I provide.

Dear Mattp,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly and it might take a few working days to complete this thorough process.

• Do I understand correctly you were asked to provide utility bills with proof of payment of said utility bills?
• Could you please specify when the communication with casino support took place?
• Could you please share with me the documents you shared with the casino most recently? Send the information to my email at tomas@casino.guru

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Tomas

Hi Tomas,

I totally understand that the KYC process is needed. In my case the account was hardly used and i have very minimal money in the account. From one day to the next they pushed the KYC process onto to me and aren't being clear nor are they letting me know why documents are being refused.

• yes exactly
• Yesterday it took place, it seems i have complained enough that after months they are finally giving me reasons why now after countless documents I've sent in.
• Yes, i will send the documents for my Utility bill with my proof of payment.

Thank you Tomas

I appreciate your help.

Thank you very much, Mattp, for providing the necessary information. I will now transfer your complaint to my colleague Mirka (miroslava.d@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Dear Mattp,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite Stake Casino representative to join this conversation.

Dear Stake Casino,

Could you please provide clarification regarding this case?

Thank you in advance,

Mirka

Dear Mirka and Mattp,

The complainant contacted our support team concerning their Level 3 document submission. This submission was rejected as it lacked the required original proof of payment for the provided municipal tax bill.

To complete Level 3 verification, the user must submit both the tax bill and corresponding payment confirmation. It is also important to note that tax bill must be signed and stamped by the issuing authority.

For Level 4 verification, please upload a recent payslip and bank statement covering the past three months. It is essential that the salary figures on the payslip are consistent with and verifiable against the transactions shown in the bank statement.

For security and efficiency, all documents must be uploaded directly through the user's Stake.com account via this link: https://stake.com/settings/verify. We request that all necessary documents be compiled into a single, unlocked PDF file. Please note that original documents are required and must be submitted as photographs. We do not accept photocopied or scanned documents, as well as documents in digital format.

Kind regards,

Dear Mattp,

Please make sure the documents are submitted in their original form (not all combined in one PDF as the utility bills with confirmations of payments, or otherwise edited).

When you will be able to submit the requested documents, please notify me.

Thank you for your cooperation.

Hello,

I have provided many documents for level 3 verification.

The first document i provided was my utility bill for 4 months with proof of payment included. Stake refused my documentation citing that the proof of payment wasn't valid but clearly states what the payment is for.

I then moved on to providing my municipality taxes as well as confirmation of payment which was then refused. The reason i was given was that the proof of payment needs to be 'signed and stamped'. I called my municipality officials asking them is this was even possible and to their response they do not sign and stamp any proof of payments. All payments are done electronically through your bank, which I have provided.

At this point I've gone above and beyond providing my proof of address on multiple occasions as well as my proof of payments for those documents. I have no problem with this verification process, but stake is making up excuses as we go not to get me verified. The disgusting behavior by stake and reluctance to get me verified hasn't gone unnoticed.

Mirka thank you for your professionalism in this process and the willing to support me. I can't say the same for the scumbags who work for Stake's compliance team.

Dear Mattp,

When it comes to the fact, that the document needs to be stamped, and the issuer does not provide that, sometimes casinos accept written confirmation, that they don't issue these kinds of documents.

Anyway, I would still recommend you to try to find a way in which you can comply with all of the casino's requirements, to be able to complete withdrawal as soon as possible.

Dear Mirka,

I've tried repeatedly complying to what they are asking for.

Yesterday I've gone to my City Hall to get a written approval which they denied. They told me that payments are done by cheque or electronically through your bank (which I did). They do not stamp and sign any proof of payment, I also asked them for written approval that I paid my taxes for 2025 which they then referred me to the the banking confirmation. My city hall does not stamp and sign any approval letter.

So where does this leave me?

My money has been stolen by Stake. I've gone above and beyond making sure i give them everything they need. They clearly don't want me to have my money back. I am very close to contacting my lawyer because it's not about the money at this point it's how I'm being treated.

Dear Stake Casino,

Would you be able to offer the player an option to submit alternative document, since it seems like there is a problem obtaining the bill with required properties?

Thank you.

Dear Mirka,

If the requested document is unavailable, please refer to this article for alternative acceptable proof of address: https://help.stake.com/en/articles/5328375-proof-of-address-acceptable-documentation?location=conversation.

Acceptable alternatives include:

Utility bill (electricity, water or gas)

Council tax, municipality bill, or government tax letter

Social insurance statement (stamped and signed)

Official letter from employer or educational institution (stamped and signed)

Tenancy agreement (stamped and signed)

Bank reference letter (stamped and signed)

Please compile all necessary original documents into a single, unlocked PDF file, submitted as photographs. We do not accept photocopies, scans, or digitally formatted documents.

Thank you for your cooperation.

Kind regards,

Dear Mattp,

Have you been able to obtain and submit any of the other mentioned documents?

Dear Mattp,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Mirka
Casino.Guru